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FairPoint Communications logoFairPoint Communications

Technical Support Specialist

Skills
Information TechnologyCustomer ServiceCustomer SupportIT Service ManagementITILManagement SoftwareTroubleshooting
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Strong customer service skills and technical knowledge
  • Proficiency in using ITIL methodology and IT Service Management applications
  • Computer literacy and understanding of contact center environments
  • Preferably experienced with ServiceNow
  • Effective verbal and written communication skills
  • Advanced troubleshooting skills in various IT systems and applications
  • Ability to follow technical procedures and resolve routine problems
  • Understanding of technology principles and terminology
  • Proactive and able to build customer relationships
  • Translate technical issues into layman's terms

Nice to have

  • HDI Support Center Analyst
  • ITILv3 Foundation
  • A+ certifications

Day to day

  • Provide consultation elevated support and advanced instruction to users
  • Research analyze and troubleshoot issues
  • Document problems and resolutions in IT Service Management application
  • Maintain a high level of customer service and interpersonal skills
  • Work collaboratively with a diverse user population
  • Ability to work weekends and holidays as needed